Customer Service & Operations Coordinator

Company Description We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100. Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections.

We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses. B2C North America FAN EXPO, Vid Con, Interior Design Show, One Of A Kind, Artist Project, and Art Toronto are a division of Informa, the world’s leading events company, and together we create opportunities for fans to explore and celebrate all things pop-culture, through operational excellence, fandom expertise, and out-of-this-world content.

B2C North America is a division of Informa, the world’s leading events company, and together we create opportunities for fans to explore and celebrate all things pop-culture, through operational excellence, fandom expertise, and out-of-this-world content. Ready to embark on a new and exciting adventure? Read on.

This role will be based in our 20 Eglinton Ave W, Toronto office.

We’re looking for a Customer Service & Operations Coordinator to help enhance the fan experience at some of the most exciting live events in North America. The Customer Service Coordinator will be part of a passionate team that enhances experiences that fans share and remember across FAN EXPO, Vid Con, Interior Design Show, Artist Project, One of a Kind Spring & Christmas Shows, and Art Toronto.

You’ll play a vital role in ensuring our attendees have exceptional experiences. This position offers the flexibility of hybrid working while requiring on-site presence at select events throughout the year. Additionally, you’ll provide remote support for various events as needed. We’re seeking a dedicated individual based in Canada who is ready to contribute to our dynamic team.

• Deliver outstanding service via email and in-person interactions to provide the ultimate fan experience.
• Be prepared to travel to see our shows in action and provide on-site customer service as needed.
• Collaborate closely with the Operations and Marketing Departments to resolve customer and ticketing issues.
• Work with the Marketing team and ticket platform provider to identify and implement enhancements and new initiatives to improve the fan experience.
• Provide appropriate solutions and alternatives within time limits, ensuring follow-up and escalation when necessary.
• Assist with the placement of orders, refunds, upgrades, or exchanges.
• Manage a large volume of incoming emails and advise on company/show information.
• Offer assistance and propose options for accessibility requests.
• Keep accurate records of customer interactions and file necessary documents.
• Follow communication procedures, guidelines, and policies.
• Compile reports on overall customer satisfaction, ticketing, and other relevant areas as required.
• Assist with ticket builds across all B2C events and Will Call requests.
• Support the RFID badge ordering and fulfillment process.
• Bring new ideas, problem-solve, and support the execution of initiatives to enhance our evolving shows across the portfolio.
• Continuously contribute to the ongoing improvement of the overall event experience.
• Other duties as required.

• Proven experience in a customer service role, preferably within the events industry.
• Strong communication skills, both written and verbal.
• Ability to work independently and manage time effectively.
• Willingness to travel and be on-site at select events throughout the year.
• Proficient in using customer service software and other relevant tools, such as Zendesk, Word, and Excel.
• Exceptional problem-solving skills and attention to detail.
• Positive attitude, strong work ethic and team player.
• Located in Canada.

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with…